Source · Select Committees · Public Accounts Committee
Recommendation 6
6
The Department recognised that its processing of claims was not always quick and that it...
Conclusion
The Department recognised that its processing of claims was not always quick and that it had not yet done enough to reduce the time it takes to process them. It claimed that it now has ‘the right plans in place’ to speed them up.14 It repeatedly underlined its desire to make any further changes necessary to improve performance of the scheme, whatever the cost.15 It stated these changes could include increasing the workforce and simplifying its existing processes.16 It did not confirm exactly what further changes it would implement or when, but suggested some were imminent.17
Government Response
Not Addressed
HM Government
Not Addressed
1.1 The department agrees with the Committee’s recommendation. Target implementation date: March 2022 1.2 The Home Office (the department) remains focused on speeding up the processing of claims. On 21 July 2021, the department published a redesigned primary claim form which is easier to complete, and refreshed caseworker guidance which sets out clearly how caseworkers should apply the balance of probabilities and gather evidence to ensure claimants are only asked for the minimum information necessary. Together, these should reduce the time taken to process claims and improve peoples’ experiences of the scheme. 1.3 The department is also recruiting more case workers (thirty-four between November 2021 to January 2022), directing resources to maximise final decision output and improving the evidence-gathering process, including by revising the data-sharing agreements with other government departments and making third party referrals earlier. 1.4 That said, it remains right that we ensure peoples’ individual experiences and circumstances are understood, so they are offered the maximum compensation to which they are entitled. This holistic approach takes time but is ultimately beneficial to individuals. 1.5 This was an internal stretch target and, as such, is not something on which the department intends to report.